The agent paid more attention

The agent paid more attention to the caller’s accent and not what he was saying. I told the agent that I would walk her through the call, asked her to be patient, and then politely requested the caller to slow down so she could help him. Next, I asked her to pay attention to the words, and finally, if she didn’t understand something, paraphrase or summarize the request and ask clarifying questions.







If I didn’t step in, two things would have been lost: one, the https://lastdatabase.com/ opportunity to help the caller, and two, a teaching moment to enable the agent to improve the future conversation. Did you know that accent discrimination falls under language-related discrimination in the U.S., protected under Title VII of the Civil Rights Act of ? You may be wondering how does accent discrimination fall under language-related discrimination.







Language is more than just how we speak – it is a part of our identity and makes us unique. For immigrants like me, changing our accents to fit in can be a challenging decision to make. We change the pronunciation of words and give up the stories of our roots and backgrounds that our accents carry.